In my dual role as Team Lead in Customer Success and Named Customer Success Manager, I oversee the top 10 strategic accounts in the SEA Education sector, managing $11M in business. I mentor the team, support strategic tasks, and ensure seamless operations through on-ground support. My experience encompasses leading customer success initiatives, driving product adoption, and enhancing satisfaction and retention. I excel in building long-term relationships, resolving critical issues, and… Show more In my dual role as Team Lead in Customer Success and Named Customer Success Manager, I oversee the top 10 strategic accounts in the SEA Education sector, managing $11M in business. I mentor the team, support strategic tasks, and ensure seamless operations through on-ground support. My experience encompasses leading customer success initiatives, driving product adoption, and enhancing satisfaction and retention. I excel in building long-term relationships, resolving critical issues, and collaborating with cross-functional teams to align business goals with customer needs.Key Responsibilities:• Mentor and guide team members, fostering strong team cohesion through empathy and motivation.• Support management with strategic tasks such as MBO scoring, reporting, and driving key initiatives.• Lead strategic business reviews and develop Mutual Success Plans to align customer objectives with company goals.• Track customer health, manage escalations, and implement risk mitigation strategies to secure renewals and enhance retention.• Drive a net expansion of $500k in customer retention, setting a benchmark for success.• Collaborate with cross-functional teams to align business objectives with customer needs and optimize processes for efficiency.• Build and nurture long-term relationships with enterprise customers, serving as the primary point of escalation for critical issues.• Develop and execute strategies to drive product adoption, increase renewal rates, and foster customer loyalty.I have led and spearheaded initiatives such as D-zone and Happylution, and have consistently been recognized for excellence in customer success. Key achievements include:• Winner of "Friend of Customer Comms" for securing customer references from ITE & Starhub.• Winner of Video nomination for innovative features like lip-sync dubbing in Firefly.• Regional Award Winner for the best Firefly pitch and demo presentation. Show less

• Led the Global Customer Success Advisory Board, ensuring CS's voice is integrated into strategy and planning.• Brainstormed with CSMs across regions for creative ideas and resources, leading to successful projects.• Acted as a leader for planning effective adoption events globally, enhancing outcomes and cross-regional collaboration.

As a key point of contact for strategic customers across APAC, I played a pivotal role in driving customer retention, reducing churn, and increasing renewal rates. My efforts focused on ensuring long-term customer success and maximizing the value of Adobe’s solutions throughout the customer lifecycle.• Customer Onboarding & Value Delivery: Led comprehensive onboarding processes, setting clear expectations to ensure full deployment and immediate value realization.• Strategic Business… Show more As a key point of contact for strategic customers across APAC, I played a pivotal role in driving customer retention, reducing churn, and increasing renewal rates. My efforts focused on ensuring long-term customer success and maximizing the value of Adobe’s solutions throughout the customer lifecycle.• Customer Onboarding & Value Delivery: Led comprehensive onboarding processes, setting clear expectations to ensure full deployment and immediate value realization.• Strategic Business Reviews: Conducted regular monthly/quarterly business reviews to align Adobe's offerings with customer objectives, ensuring long-term alignment and growth.• Product Education & Adoption: Proactively educated customers on new features and services, driving product adoption and optimizing usage to meet evolving business needs.• Revenue Growth: Successfully led cross-sell, upsell, and renewal initiatives, contributing to sustained account growth and strong customer relationships. Show less

• Led timely anniversary/renewal management for existing enterprise accounts, driving incremental revenue.• Maintained a deep understanding of product offerings, aligning features and functionality with customer-specific business needs.• Acted as the single point of contact for customers, proactively managing escalations to ensure timely resolution.• Collaborated closely with the Enterprise Sales team to maximize deployment, securing long-term customer relationships by recommending… Show more • Led timely anniversary/renewal management for existing enterprise accounts, driving incremental revenue.• Maintained a deep understanding of product offerings, aligning features and functionality with customer-specific business needs.• Acted as the single point of contact for customers, proactively managing escalations to ensure timely resolution.• Collaborated closely with the Enterprise Sales team to maximize deployment, securing long-term customer relationships by recommending strategies that enhanced brand effectiveness and highlighted key product benefits. Show less

Achievements: Several recognitions for over-shooting target and brilliant channel execution.• Generate Revenue to achieve the Sales Quota, handled the channel team and maximize the revenue.• Develop maximum business through Net Run Rate and create relationships with key decision-makers in target organizations for business development• Sales and Marketing of Adobe products in Karnataka and Kerala region.• Manage the channel partners and help them to achieve their targets… Show more Achievements: Several recognitions for over-shooting target and brilliant channel execution.• Generate Revenue to achieve the Sales Quota, handled the channel team and maximize the revenue.• Develop maximum business through Net Run Rate and create relationships with key decision-makers in target organizations for business development• Sales and Marketing of Adobe products in Karnataka and Kerala region.• Manage the channel partners and help them to achieve their targets. • Product & Business Knowledge delivery to the Customers as well as enablement of the Channel Partners.• Managed potential channel conflict by fostering excellent communication and strict adherence to channel rules of engagement.• Facilitating software asset management team by following up with partners and end customer. Show less

My role consist of multiple facets which consist of customer awareness, consultation regarding correct software utilization, channel management, closing the sales and generating revenue for the organization. Active involvement in following roles:• Comparative and Competitive analysis of various Microsoft products. • Handling Corporate accounts in a given segment of market for compliance, revenue generation and proper consultation regarding Microsoft software solution.• Managing… Show more My role consist of multiple facets which consist of customer awareness, consultation regarding correct software utilization, channel management, closing the sales and generating revenue for the organization. Active involvement in following roles:• Comparative and Competitive analysis of various Microsoft products. • Handling Corporate accounts in a given segment of market for compliance, revenue generation and proper consultation regarding Microsoft software solution.• Managing channel partners for timely execution of process and resolving disputes and making the sales flow smooth.• Keeping track of the sales life cycle from the point of generation of leads to closure follow up and closing up of deals.• Building up relationship with the customer so as to keep the sales cycle running, Incorporated new products seamlessly and integrated offerings into routine sales calls. Show less

• Developed strategy to combat increased competitive presence within territory. Developed in-depth knowledge of each client's business through research and regular on-site meetings. Established clear and competitive goals, growth roadmaps and strategic business plans.• Comparative and competitive analysis of various Laptop brands in India, in comparison to HCL through questionnaires.• Study based on buying behaviors of educational institutes in and around of Delhi NCR, using sampling… Show more • Developed strategy to combat increased competitive presence within territory. Developed in-depth knowledge of each client's business through research and regular on-site meetings. Established clear and competitive goals, growth roadmaps and strategic business plans.• Comparative and competitive analysis of various Laptop brands in India, in comparison to HCL through questionnaires.• Study based on buying behaviors of educational institutes in and around of Delhi NCR, using sampling and other analytical pattern. • Account Management: Account mapping, Account profiling and business development initiatives.• Vertical handled: Institutions, Corporate, and Government.• Experience in selling end-to-end enterprise solutions, desktops, notebooks, servers and Office Automation Products. Cultivated long-term relationships through focused effort on customer's unique needs and finding best solutions.• Preparing technical & commercial offers/ Presentations /proposals, functional specifications, business analysis. Show less